Hi ​@hippyhappy,

Thank you for your message.

We’re really sorry to hear that you’re unable to make or receive calls when you’re not at home, and we understand how frustrating and disappointing this must be. To help resolve this, please try resetting your network settings, restarting your phone, and removing your SIM card to gently clean it before reinserting it. Once you’ve completed these steps, please check if the issue still persists, and if it does, let us know so we can assist you further.

Thanks.

Hi,

this issue is nothing to do with if I’m at home or not, the issue is I can’t make or receive calls when connected to my home WiFi.

I have tried those steps you have suggested and they have not worked 

Hi ​@hippyhappy 

Thanks for coming back to us and for confirming you’ve already tried the suggested steps.

I’m sorry to hear the issue is still happening I understand how frustrating it is not being able to make or receive calls over your home WiFi, especially when you’re relying on it.

Just to clarify, WiFi Calling should work independently of your physical location, as long as you’re connected to a stable WiFi network and the feature is correctly enabled on your device and account.

Since the usual troubleshooting hasn’t resolved it, I’d like to take this a step further. Could you please confirm the following so we can narrow it down:

Is WiFi Calling definitely switched ON in your phone settings?
Does it show “WiFi Calling” on your screen when connected at home?
What make and model of device are you using?

Once I have that, I can escalate this for a deeper network check on your line if needed.

Thank you,

Zandile M

The iD Mobile Team 

Yep WiFi calling switched is on, but does not show on my screen when I’m connected to WiFi, IPhone 15.

Regardless of if I’m connected to wifi calling or not, phone calls go straight to voicemail when I’m connected to WiFi 

Hi ​@hippyhappy 

Could you please try resetting your mobile network settings? Once completed, restart your phone and check if you’re able to make and receive calls.

You can follow the steps below:

Mobile network reset:
 
1.Press Settings.
2. Press General.
3. Press Transfer or Reset iPhone.
4. Press Reset.
5. Press Reset Network Settings.
6. Press Reset Network Settings.
7. Slide your finger upwards starting from the bottom of the screen to return to the home screen.
8. Restart phone

Michael Z

I have tried this multiple times and it still doesn’t work 

Hi ​@hippyhappy,

Sorry to hear it still isn’t working after trying those steps.

At this point, it’s likely the SIM itself may need replacing. The best next step would be to arrange a new SIM card, either by:

• Contacting our Live Chat team here:
• Or visiting your nearest Currys store to pick one up in person

Just a quick heads-up, when requesting a replacement SIM you’ll need to provide proof of identity (such as your passport or driving licence) for security verification.

Once you’ve got the new SIM activated, this should hopefully resolve the issue. If you still have trouble after that, please let us know and we’ll be happy to help further.

Regards,

Gemma M

The iD Mobile Social Media Team

I’ve tired to request this on live chat but it won’t work, thinking of cancelling my contract as this is so frustrating, can I talk to a human please 

Hi ​@hippyhappy,

I’m really sorry to hear how frustrating this has been, I completely understand why you’d want to speak to a real person about it.

Just to reassure you, you are speaking to real people here on the iD Community, We’re always happy to help as much as we can.

In this case, I know it’s not ideal, but due to our security protocols we’re not able to arrange or send a replacement SIM directly from here on the Community or via live chat.

What you can do instead is:

• Pop into your nearest Currys store and request a replacement SIM, they’ll be able to sort this for you pretty quickly.
• Or, if you’d prefer, you can email us at communitysupport@idmobile.co.uk and we can look into this further with you.

I know it’s been a bit of a hassle, but getting a replacement SIM usually resolves issues like this quickly.

If there’s anything else you’d like us to check in the meantime, just let me know.

Regards,

Gemma M

The iD Mobile Social Media Team